Job Title: Contact Center Trainer

Report to:   Global Training Manager

Location: Tunis

Overview of Role:

The successful candidate will be responsible for identifying training needs, defining and agreeing requirements with key stakeholders, developing materials and managing their delivery through to implementation.  You will work closely with contact center management to analyse the training needs of our staff and develop appropriate coaching plans at department team, and agent level.

The training will cover multiple aspects of technical systems and process compliance, as well as soft skills to enable appropriate conduct and style.

What you will do:

• Creating user-friendly training documentation, process maps, manuals, classroom activities and presentations
• Delivering training & sales coaching programmes with leading-edge learning and development techniques while creating a fun, productive learning environment
• Compilation and maintenance of Training Needs Analysis and action plans with Human Resources and other parties
• Implementing appropriate coaching evaluation tools to ensure continuous improvement
• Providing constructive feedback on issues identified through coaching

Who You Are:

• Experience in training / coaching sales & customer service personnel in systems, processes and soft skills
• Experience of creating and delivering coaching materials
• Experience in a sales / call center environment essential
• Strong administration and organizational skills essential
• English language skills to business standard
• Plus another European Language desirable

What we will be looking for in you:

 To succeed in this role you will need to be a highly driven and adaptable individual with great interpersonal skills, cross-cultural respect and the ability to solve problems creatively.

You’ll love working with us because:

• We are a bright, kind, and motivated team. You can be your authentic self and are empowered to encourage others to do the same.
• We are a successful, fast-growing global company helping small businesses do big things.
• We are on a mission to deliver the most personal experience to our customers in everything we do.
• We love solving problems, thinking creatively, and testing innovative strategies.
• We take what we do seriously. We do not take ourselves seriously.
• We offer a great work environment with competitive compensation, flexibility and fun.

About National Pen

National Pen’s personalized promotional products are created for and inspired by small businesses. With more than 50 years of experience and serving 23 countries worldwide, National Pen provides personalized marketing solutions that help businesses connect with their customers through a personal brand experience. National Pen offers a broad range of personalized promotional products, including writing instruments, stationery, drinkware, bags, gifts, and trade show accessories, and operates via a network of more than 10 facilities across North America, Europe, Africa, and Asia.

To learn more, visit: http://www.pens.com